Evaluates customer satisfaction and friction points during chatbot-to-human-agent transfers, measuring ease of transition, context retention, agent effectiveness, and reuse intent to guide support escalation optimization.
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AI-Powered Questions
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Template Overview
22
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Welcome, and thank you for participating in this survey about your experience with chatbot-to-human-agent transfers in customer support.
This survey takes approximately 5–7 minutes. Your participation is voluntary—you may stop at any time. There are no right or wrong answers; we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only.
Please think about your most recent support conversation where a chatbot transferred you to a human agent (preferably within the last 90 days). If you haven't had one in the last 90 days, please use your most recent experience.
Q2
Multiple Choice
Where did this support conversation begin?
Website chat widget
Mobile app chat
Messaging app (e.g., WhatsApp, Messenger)
SMS/text
Social media chat
Voice/phone IVR with bot
I don't remember
Other (please specify)
Q3
Dropdown
Approximately when did this handover occur?
Within the last 7 days
8–14 days ago
15–30 days ago
31–90 days ago
More than 90 days ago
I'm not sure
Q4
Multiple Choice
How did the transfer to a human agent happen?
I asked to speak to a person
The bot suggested transferring
It happened automatically when the bot couldn't help
I was offered a choice of agents or channels
I'm not sure
Q5
Opinion Scale
How easy was the transition from chatbot to human agent?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q6
Dropdown
Approximately how long did you wait between the chatbot and the human agent?
No wait (immediate)
Less than 1 minute
1–3 minutes
4–5 minutes
6–10 minutes
11–20 minutes
More than 20 minutes
I don't remember
Q7
Opinion Scale
To what extent did the human agent appear to have the context of your chatbot conversation (e.g., your issue, steps already taken)?
Range: 1 – 7
Min: No context at allMid: NeutralMax: Full context
Q8
Opinion Scale
How clearly were you informed about what would happen during the transfer (e.g., expected wait, what the agent would know)?
Range: 1 – 7
Min: Not at all clearlyMid: NeutralMax: Extremely clearly
Q9
Opinion Scale
How seamless did the overall handover feel?
Range: 1 – 7
Min: Not at all seamlessMid: NeutralMax: Completely seamless
Q10
Opinion Scale
Overall, how would you rate the handover from chatbot to human agent?
Range: 1 – 7
Min: Very poorMid: NeutralMax: Excellent
Q11
Opinion Scale
How effective was the human agent at addressing your issue after the handover?
Range: 1 – 7
Min: Not at all effectiveMid: NeutralMax: Extremely effective
Q12
Multiple Choice
Was your issue resolved by the end of the conversation?
Yes, fully resolved
Partially resolved
No, not resolved
Not applicable
Q13
Multiple Choice
What, if anything, did you have to repeat to the human agent? (Select all that apply)
Name or account details
Order/case number
Problem description
Steps already tried
Files or screenshots
Nothing had to be repeated
Other (please specify)
Q14
Opinion Scale
Overall, how satisfied were you with this entire support experience (chatbot and human agent combined)?
Range: 1 – 7
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q15
Multiple Choice
Thinking about timing, would you have preferred the handover to happen…
Sooner than it did
Later than it did
Timing was about right
No preference
Q16
Opinion Scale
How likely are you to use this chatbot again for future support needs?
Range: 1 – 7
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q17
Long Text
What one change would have most improved the handover experience for you?
Max chars
Q18
AI Interview
Based on your survey responses, we'd like to explore your handover experience in a bit more detail. Please share your thoughts openly—there are no right or wrong answers.
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Reference questions: 5
Q19
Dropdown
In which region do you currently live?
Africa
Asia
Europe
Latin America/Caribbean
Middle East
North America
Oceania
Prefer not to say
Q20
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q21
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q22
Chat Message
Thank you for your time. Your feedback will directly help improve future chatbot-to-human handover experiences.
Frequently Asked Questions
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